Admissions Coordinator

Overview

The Admissions Coordinator serves as a key member of our national behavioral health admissions call center, guiding prospective clients and families through inquiry, qualification, and placement across all levels of care (Detox, Residential, PHP, IOP, OP). This role blends consultative clinical understanding with high-velocity phone-based sales execution.

Shifts Available: 9:00am - 5:00pm, 10:00am - 6:00pm, 11:00am - 7:00pm

Key Responsibilities

• Manage inbound and outbound inquiries, converting them into qualified admissions through empathetic, structured, and compliant communication
• Apply consultative sales techniques used by fronters and closers to drive conversions while maintaining clinical integrity
• Conduct pre-screening calls and gather intake data to match clients to the appropriate level of care using ASAM or comparable placement criteria
• Coordinate with clinical, nursing, and UR teams to ensure timely and accurate admit processing
• Document call notes and admission activity in the CRM/EMR (Salesforce, KIPU, CTM, or comparable systems)
• Provide real-time de-escalation support to hesitant clients to prevent fallout during the decision and pre-travel phases
• Maintain compliance with HIPAA, Joint Commission, CARF, and state-level admissions regulatory standards
• Collaborate with multi-site facility teams to support bed availability, insurance verification, and admission logistics
• Meet and exceed conversion and activity KPIs (call volume, conversion rate, follow-ups, and qualified admit targets)

Required Qualifications

• Minimum 1 year of experience as a fronter or closer in a behavioral health admissions call center
• Prior professional or direct experience in behavioral health or substance use treatment settings
• Demonstrated success in phone-based sales, client conversion, and pipeline management
• Ability to balance urgency with compassion in a fast-paced national admissions environment
• Strong documentation accuracy and CRM discipline
• Experience handling sensitive clinical conversations with families, referral sources, and prospective clients
• High emotional intelligence, active listening skills, and crisis-aware communication ability

Preferred Skills

• Salesforce, CTM, or comparable admissions CRM proficiency
• Understanding of behavioral health placement models (ASAM, LOCADTR, or state-equivalent criteria)
• Experience working with insurance verification, single-case agreements, or payer navigation
• Admissions experience supporting multiple levels of care

Work Environment & Expectations

• Remote or call-center-style environment with structured sales workflows
• High daily phone engagement and real-time coordination across time zones
• Must be comfortable with conversion targets, structured follow-ups, and performance reporting

Core Competencies for Success

• Sales execution (inquiry qualification conversion)
• Clinical alignment without sacrificing conversion momentum
• De-escalation mastery for hesitant admits
• Compliance-driven admissions communication
• Structured pipeline and follow-up discipline